Better Business Bureau Helping Small Business

Presentation to SCORE Chapter 23
Friday, January 12, 2007

Pat Coakley, Manager
Better Business Bureau of Upstate New York
Rochester Office
pcoakley@upstatenybbb.org
423-6341

History & Services - Better Business Bureaus

Began in 1920’s as an outgrowth of local Ad Clubs

Upstate New York BBB is one of 120 BBB’s around the country

Over 6500 Member Companies in 50 Counties
Over 85% of members are small businesses 1-20 employees.

What Does the BBB Do?

Fosters business self regulation

Reporting Agency – on the reputation of businesses within 50 counties of Upstate New York

Charity Review

Processes Complaints

Education & Business Resource

98% of information given by BBB is from our its web site; www.upstateny.bbb.org

Stats for 2006 - 550,000 Reports Issued - 19,000 Complaints Processed
Complaints are only 4% of Total BBB Activity

How the BBB Works with Small Businesses

1. Challenges Facing Businesses –

Unreasonable Customers

Financial Concerns – taxes, payroll, etc.

Scams

Competition

Advertising & Marketing Issues
choosing the most productive means for your advertising dollars

2. How does the BBB assist businesses on issues & challenges they face daily as part of doing business?

Improve their customers’ level of trust through their BBB membership affiliation

Provide Alerts & Tips on subjects such as:

Applying for Business Credit

Protecting Personal Business Info

SBA Loan Programs

Collecting Payments

Web Site Development – (which is becoming a necessity for marketing)

Customer Service Development & Programs – throughout the entire experience; before & after the transaction

Help businesses stay current on ethics of doing business

Give suggestions on contract wording

Perform Ad Reviews on questionable advertising

Mediation & Arbitration Programs available as alternatives to court proceedings

BBB Expels member companies who do not live up to basic ethical business standards

BBB works closely with government agencies and other groups to promote ethical business practices and to monitor complaint trends and scams

3. Examples of Small Business Problem Areas:

Contractors who do not return calls to those seeking estimates

Lack of communication between business and customer – written is best

Knowledge & use of electronics and new technology

Pitfalls of email communications & business etiquette

4. Current Scams – Schemes – Warning Signs - Business Scams

Advance Fee Loans

Business Directories

Yellow page invoices

Bogus Law Enforcement Groups

Phone Charity Appeals

Credit Card Offers

Super Hot Stock Picks – receive by email or fax

Pfishing

Nigerian Letters

Grant Money Offers

Selling Legally Required Posters You Can Obtain Free

Office Supply Scams – cartridges, paper, etc.

For further information on the Better Business Bureau services go to www.upstateny.bbb.org